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Key Performance Indicators

Course Outline Register Now
$375 September 29, 2016 @ 10:30 am - 12:00 pm

Key Performance Indicators: Managing a Contact Centre by the Numbers.

There is so much data and so many reports available today in the contact centre, and the successful manager or team leader will be the one that understands how to read and act on the data, not be overwhelmed by it.  This session provides a useful set of formulas and calculations for understanding the maths associated with today’s most common key performance indicators (KPIs).  Attendees will learn about the most common measures of performance and how to calculate and analyze them.  The session will present the “top ten” KPIs and de-mystify the maths behind the numbers.

Seminar attendees will learn to:

• Identify the most critical KPIs for contact centre and agent performance and how to calculate them.
• Calculate the service, cost, and productivity implications of staffing decisions.
• Define the critical KPIs to reflect quality of service as well as service efficiency.
• Identify the most common maths mistakes made in contact centres today.
• Describe how to perform a correlation analysis to ensure the correct KPIs are in place to support business goals.

Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry.  As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.

Web Seminar Cost : $375.00 + GST (first connection)

The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each).

Seminar Access:

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.


Attend the ten core sessions in the Call Centre Supervision Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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